Reviews

I had an issued where I was having water leaking into my chimney whenever there was a rainy day. I had a total of 4 companies come out and provide quotes, with Done Right being the last outfit to come and look at the issue. The other three companies came out, provided a quote, and all came to the same conclusion-that I had an issue with my cap. Done Right then came out to give me a quote. A week or so later I was sent a bill from Done Right for nearly $400 dollars. I called, stating this must be a mistake, and that I was just looking for a quote. I was informed that Done Right does not give out free quotes. This information was never communicated to me, not during the initial booking to have them come out, nor was this mentioned once their crew arrived at my home. The most infuriating part is that they came to the same conclusion as the other companies, and that I had a faulty cap. I have been a home owner for over 10 years and have never had an experience like this before. They were utterly unwilling to come to any kind of compromise with me over the lack of communication.

Thank you for taking the time to share your experience with Done Right Chimney. We understand your frustration regarding the service call and the associated charge. We apologize that our communication regarding the cost of an inspection did not meet your expectations. Our standard practice is to perform a thorough inspection to diagnose the source of the leak before providing a quote. This inspection fee is outlined in the script used during appointment scheduling. We reviewed your case and see that while other companies may offer free estimates, our process involves a comprehensive inspection to ensure we can provide an accurate diagnosis and solution for your specific chimney issue. This inspection allows us to avoid unnecessary repairs and recommend the most cost-effective course of action. In your case, the inspection confirmed a faulty cap, aligning with the findings of other companies. We appreciate your understanding that while the diagnosis may have been similar, a proper inspection is still crucial for determining the extent of the problem and recommending the most appropriate solution. We strive to be transparent in our communication and apologize for any breakdown in communication during the booking process. We will revisit our script to ensure it clearly communicates the inspection fee. Unfortunately, we are unable to waive the inspection fee in this instance as the technician did perform the service as discussed and scheduled. We also had it noted that you planned to cancel the appointment due to the cost related, if you should have someone come out prior to us - this was a conversation held during the booking phone call. Through the multiple reminder emails prior to the appointment, we do see a reduction in these types of appointments and most cancel prior to the scheduled service. Thank you for your feedback. We value your business and appreciate the opportunity to improve our communication practices. Sincerely, The Done Right Chimney Team